Legal Intake Supervisor (Criminal Defense, Immigration, Family Law)

About the role

A fast-paced, client-focused legal practice based in New York City, covering high-stakes consumer law in Criminal Defense, Immigration and Family Law, is seeking an experienced Legal Intake Supervisor. You will oversee and scale a global team of remote intake receptionists, turning every first contact into a professional, empathetic engagement. The role is fully remote, with working hours of 9AM to 6PM EST (NY).

Key responsibilities

• Supervise, mentor and performance-manage a global, remote team of intake receptionists to run 24/7 or extended-coverage operations.
• Monitor lead response times, call quality and consultation booking rates, and drive conversion to meet monthly targets.
• Run call audits and transcript reviews to ensure adherence to firm scripts, compliance standards and empathetic communication.
• Refine intake protocols, objection-handling scripts and lead-routing workflows in the legal CRM.
• Design and deliver onboarding, coaching and professional development for intake specialists.
• Track key metrics such as call volume, contact rate, conversion rate and cost per lead, and report to firm leadership.

Required profile

• Direct experience running and supervising an intake team at a law firm practicing criminal defense, immigration and/or family law (required).
• Minimum 5+ years in a supervisory or management role in legal intake or legal sales operations.
• Exceptional verbal and written English, with strong empathy and persuasion.
• Home office setup with reliable high-speed internet and a quiet workspace, able to work during U.S. business hours.

Required skills

• Clio, Lawmatics, Slack, Dialpad, Zapier and Claude.
• Familiarity with AI and large language models, and comfort using them in daily intake work.